When doing first level support....
[windows desktop software]

Me: How can I help you?
Client: I installed the latest update from your website yesterday, but the version number hasn't changed
Me: You downloaded version *** ?
Client: Yes
Me: And you installed it?
Client: Yes
Me: Did you get an error message during the installation?
Client: No, everything worked fine, no errors
Me: And the installation process was completed?
Client: I think so
Me: Hmmm... Lets try it again. I will assist you.
Client: Ok
Me: Start your browser and open the website.
Client: ..... did it
Me: Good. Now click on the link to the download page.
Client: .... did it
Me: Do you see the the update package at the top of the list?
Client: Yes.
Me: Ok. Now click on it.
Client: Why?